Contact Centers Stream Past Virtual Agents to Virtual Presence

Contact Centers Stream Past Virtual Agents to Virtual Presence

 

How Do Your Call Center Supervisors Measure Up Training

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small.

But for one contact center that implemented virtual agents, their call handle times quadrupled! What happened? For those of you in contact center operations, this is not a huge surprise.

After implementing virtual agents, more of the complex customer interactions remained. And in contact center reporting, if you remove the simple interactions with lower handle times, your average skyrockets.

If this is your situation, now is the time for you to analyze these more complex interactions to improve the customer experience, alongside of controlling costs.

This new problem to contact centers requires new thinking. What about your live agents leveraging some virtual power of their own? Is there an app for that?

Of course, there is. Your live agents can have a virtual presence too. With a mobile merged reality interaction that consists of combining live video streams and telestration, agents can help and share ideas instantly.

The uses of this merged reality in contact centers are thrilling. You can deliver a never before imagined customer experience on your most complex customer cases. And delivering a WOW experience when things are difficult is when life-long customers and advocates are created.

I get it. You’re probably saying, What?!

That’s exactly what I did when I met up with Scott Sobera of Help Lightning at Customer Contact Week. I finally understood, when I was able to have Scott share with me a few real-life customer interactions using an agent’s virtual presence.

Here’s a transcript of my interview with Scott:

Jim Rembach: Hey, this is Jim with the Fast Leader Show and Call Center Coach . And I’m here with Scott Sobera of Help Lightning. Scott, how do you help folks get over the hump?

Scott Sobera: Absolutely. What we have a technology that is actually a patented solution called a mobile merge reality. Originally designed for surgical application for very precise use but today the technology is used by about 30 customers around the world to be able to have a deeper and richer experience between two parties. We allow you to be able to virtually interact with other parties so that we go way beyond a typical phone call. So if you think about video conferencing, for instance, the ability to use our technology allows you to actually reach in real time as though you were there standing next to the person assisting them.

Jim Rembach: So I think for me it’s kind of hard to say in words what that is without seeing it. You talked about and actually reaching into the screen, and people being able to see. And so if you think about somebody trying to explain something on the phone from a product perspective and you’re saying, did you plug this into that port? You can actually kind of put your hands in there and they can kind of see what you’re talking about.

Scott Sobera: That’s exactly right. If you think about the way that our customers are using the technology today, a lot of the use cases, if you will, has this idea of whether I’m helping a field technician that might be part of my staff or I’m helping a customer directly. The ability to be able to do just like you said, reach in is incredibly valuable. There’s actually science behind this that shows that when you use your hands, the effectiveness of that transfer of knowledge is much greater, actually 10 times greater. So when you think about things like training, onsite support, if I’m a manager for instance, and I need to be able to sort of look over the shoulder virtually of someone that might work on my staff, or maybe I’m training someone and I don’t necessarily want to go out in the field with him, I had that ability to be able to, in essence be kind of a virtual mentor in their pocket.

Jim Rembach: That’s really cool. But when I start thinking about the use cases, as you refer to them, I start thinking about the impact on a frontline supervisor in their job, how are you guys impacting their role?

Scott Sobera: Absolutely. So think about things like training, think about things like call escalation, all of those are different areas where when you really need to have that manager, for instance right there beside the individual, the second one to call for instance, you then have the ability to have them come in and virtually be a part of that experience.

Jim Rembach: How do folks learn more?

Scott Sobera: Sure. Easiest thing to do is just go to our website, which is www.helplightning.com. A lot of great information there. A lot of videos actually which is something that’s a used quite heavily from our marketing and also from our customers’ perspective to get a clear understanding. Because like you said, when you’re trying to describe this sometimes to someone in person it’s very difficult to comprehend but when you see the video it really allows a light bulb to go off.

Jim Rembach: Scott, thanks for sharing your knowledge and wisdom and we wish you the very best.

Scott Sobera: You Bet. Thank you.


Please Share

  • Contact Centers Stream Past Virtual Agents to Virtual Presence – Click to Tweet
  • This new problem to contact centers requires new thinking. – Click to Tweet
  • What about your live agents leveraging some virtual power of their own? – Click to Tweet
  • Your live agents can have a virtual presence too. – Click to Tweet
  • With a mobile merged reality interaction that consists of combining live video streams and telestration, agents can help and share ideas instantly. – Click to Tweet
  • The use of merged reality in contact centers are thrilling. – Click to Tweet

Additional Resources

Bed Bugs Invading Contact Centers: New Issues in Performance

Bed Bugs Invading Contact Centers: New Issues in Performance

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Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues.

While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause. After a quick battery of internal questioning, I falsely assumed that they must be recruiting talent for themselves.

But, I needed to know for certain.

I was not only corrected, I was somewhat surprised by the truth. Bed bugs in contact centers?! That’s why Orkin was at the Contact Center Expo.

Orkin, headquartered in Atlanta, Georgia employs nearly 8,000 team members in more than 400 locations in the United States, Canada, Mexico, Europe, Central America, South America, the Middle East, the Caribbean, Asia, the Mediterranean, Africa, and Australia. They serve approximately 1.7 million residential and commercial customers.

After doing more research on this issue, I happened to find several news features covering this contact center pest problem. And I also found this quote from Dr. Tim Husen, an Orkin entomologist.

“The number of bed bug infestations in the United States is still rising. They continue to invade our homes and businesses on a regular basis because they are not seasonal pests, and only need blood to survive,” he says.

In fact, Orkin released a report on the Top 50 Bed Bug Cities list and after reviewing the list I’m able to confirm that several of the cities listed are known to be locations where a high percentage of contact centers exist. So, in my mind I can (now I can) completely understand why Orkin was at the Contact Center Expo. I say smart move on their part.

I met several people from Orkin and interviewed Brian Brockman, Branch Manager with Orkin on-site. Here is an edited transcript from our interview:

Jim Rembach: Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here at Contact Center Expo with Brian Brockman of Orkin. Orkin?! Brian, how do you help folks get over the hump?

Brian Brockman: Your response there was one we’ve seen a lot today. “What in the world is a pest control company doing at this show?”

Well we’re here today at the ICMI Expo, talking to call centers about how Orkin can provide a service to protect their location, their business, as well as their employees. We’ve seen a drastic increase in bed bugs in these types of locations and we do a program of training employees as well as proactive inspecting programs to help provide a protection for the establishment, their employees and the business to keep things moving slowly so there’s no hiccups.

Jim Rembach: It’s really important for the supervisor to really have an easier life in the contact center because they’re so important. How do you make their job easier?

Brian Brockman: Well the big thing is documentation. We’re going to do an inspection protocol even some proactive treating if necessary. And our documentation is key. We can provide documentation that allows you to monitor the services were providing over multiple locations. So, if you’re not on-site or you have multiple facilities, you can track those reports from off-site. And they’ll be your detailed report tonight so you have basically an extra eye on what’s going on in your business.

Jim Rembach: So, Brian how do folks learn more?

Brian Brockman: Very easy call 1-800-ORKIN-NOW or just go to our website – www.orkin.com/commercial/.

Jim Rembach: Brian thank you for sharing your knowledge and wisdom we wish you the very best.

Please Share

  • Bed Bugs Invading Contact Centers: New Issues in Contact Center Performance Click to Tweet
  • What! – We now must add beg bugs to the list of contact center performance issues Click to Tweet
  • Contact center cities listed in Top 50 Bed Bug Cities list Click to Tweet
  • New contact center performance problem – Bed Bugs! Click to Tweet 

Watch and learn about more contact center solutions now.

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Contact Center Executive Priorities for 2018

Contact Center Executive Priorities for 2018

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Can Bandwidth Be Your Customer Experience Advantage?

Can Bandwidth Be Your Customer Experience Advantage?

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Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s exactly what happened when I realized that bandwidth could be your customer experience advantage.

Can bandwidth be your customer experience advantage? Click to Tweet

I got the chance to see something old in an entirely new perspective when I met up with Jason Sommerset from Bandwidth (the company) at Call Center Week.

Watch @JasonSommerset of @bandwidth discuss getting a customer experience advantage. Click to Tweet

Somethings you can never guess because they’re unknown to you. In other words, you can’t guess what you don’t know. And it never occurred to me how bandwidth could be used to better connect the customer to a company.

Sure, I was aware of the use of Caller ID to identify customers, but this is old-think. We now have a very different opportunity with greater possibilities. Because of CPaaS (Communications Platform as a Service).

Are you mobile-first ready?

The world is becoming mobile first. So, organizations need their communications and networking systems to support their mobile-first world. Old carrier networks that merely support voice traffic, can’t support mobile-first.

By not having communications that can support mobile-first, organizations prohibit their customers and employees from switching between applications easily. Have you found yourself needing to cut and paste data, or jump to a different communication method, or get out of an app, in order to solve problems or be served?

Then you know what CPaaS can help to correct.

CPaaS enables organizations to fix this problem and allows them to meet the realtime communication needs of today’s world.

What used to happen

To meet their requirements in the past, organizations built premise-based communications platforms to deliver the functionality that bridged various communication channels.

But that was only reserved for large organizations because the development process was long and expensive. It was both capital and labor intensive. It also then required ongoing support, development, and maintenance.

With CPaaS all of this has changed. And because of this, the CPaaS market is expected to skyrocket over the next several years from a multi-million-dollar industry to a multi-billion-dollar industry.

Doing Digital Transformation

The speed of business continues to accelerate. Digital transformation is a top priority for Chief Information Officers. Organizations must figure out how to be smarter, stronger, and faster than their competitors. And they must be customer-focused in the process. If not, they will be diminished or eliminated from the market.

This is one of the reasons for the explosion of cloud-everything. The speed and agility needs of today must be paced or you’ll be left behind.

“Speed and agility needs of today must be paced or you’ll be left behind.” Click to Tweet

Beyond a Commodity

“How many cents-per-minute”, can no longer be your mindset. You now have to think about communications moving “into” software and across multiple communication methods. You also need to think about machine-to-machine communication (M2M). And how that may prompt or support a human-to-human interaction.

“How many cents-per-minute”, can no longer be your mindset. Click to Tweet

Seer of new things

So, do you now see new possibilities to improve the customer-experience? If not, can you at least identify where you are complicating the customer and employee experience by not bridging the network and communications gap?

That’s where you are disadvantaged. Hopefully, now you can see where bandwidth can become your customer experience advantage.

If you can’t see it yet, contact Jason at: jsommerset [at] bandwidth.com

Some contact center tech terms to know

CPaaS: Communications Platform as a Service. A CPaaS is a cloud-based platform that enables developers to add real-time communications features (voice, video, and messaging) in their own applications without needing to build backend infrastructure and interfaces. Source: TechTarget

RTC: Real-time communications (RTC) is a term used to refer to any live telecommunications that occur without transmission delays. RTC is nearly instant with minimal latency. RTC data and messages are not stored between transmission and reception. RTC is generally a peer-to-peer, rather than broadcasting or multicasting, transmission. Source: Techopedia

Machine-to-machine: M2M is a broad label that can be used to describe any technology that enables networked devices to exchange information and perform actions without the manual assistance of humans. Source: TechTarget

About Bandwidth

Bandwidth’s solutions are shaping the future of how we connect—with voice and messaging for mobile apps and large-scale enterprise level solutions. At the core of Bandwidth’s business-grade CPaaS offering are communication APIs that allow companies to launch and scale next generation apps and solutions using the nation’s largest VoIP network. Bandwidth’s APIs provide easy access to phone numbers, voice calling, messaging and 9-1-1 emergency services, all built atop Bandwidth’s own nationwide network. Source: https://www.bandwidth.com/


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


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End Finger Pointing in the Contact Center Communication Cloud

End Finger Pointing in the Contact Center Communication Cloud

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There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go. When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week.

End Finger Pointing in the Contact Center Communication Cloud Click to Tweet

I was helped to see a little more clearly by Matt McGinnis of 8×8. Luckily, I was able to visualize a real situation that happened to my friend Sally, who’s contact center recently purchased a cloud-based solution.

Sally was experiencing a problem with the chat channel in her contact center. Customer sessions were getting hung and not being released. This prevented agents from answering new chat requests and prevented new sessions from starting because the system thought it had no agents available to accept new chat requests.

So, one of her technical team members (Ben) called support for the company that she was contracted with. He was quickly informed that the chat module of the solution was developed by a different company and that he needed to contact their technical support team.

As Matt states in our interview, the most important thing to remember if you provide customer service or support is that, “the problem” is the customers’ and it needs to be solved…fast.

Matt McGinnis of @8×8 stops finger pointing in the contact center communications cloud. Click to Tweet

Unfortunately, that was not going to happen anytime soon. Because when Ben called the chat system developer, they had Ben describe the problem, and they said there were unable to help him.

They gave Ben two different reasons for not helping him. One, is that he did not have a contract with them for support. And the second was, the problem was with the software that managed the communication channel activity, and their solution did not do that.

So, Ben called the company they were contract with and was told he was given the wrong advice and that the problem was indeed with the chat solution and he needed to contact them.

To spare you details on the resolution, know that the entire finger pointing and back-and-forth took nearly two weeks to resolve. During this time, their chat feature was unavailable to customers. Their chat feature represented 32.5% of their customer contact volume prior to this problem.

Needless to say, complaints went up, lost customers went up, customer experience declined, and Sally had the CEO in her office. Not to point another finger, but Sally did not purchase contact center communications cloud solution. Regardless, she managed the center and owned the customer experience in it.

Clearing the sky

Sharing this story with you and trying to help you to make sense (it helps me too) of the multitude of solutions in the contact center industry (Check out – Lassoing the Wild West Contact Center Technology) is one reasons why I love attending contact center industry events and meeting with knowledgeable people such as Matt.

In the past year, I have been able to meet with more than 50 different vendors of various solutions to help you see more clearly, make better decisions, and serve your customers better. So, make sure you check out other contact center event interviews.

What’s in a legacy?

Legacy (old world) contact center solutions required connecting various systems for a contact center to operate. Companies needed buy solutions from vendor by vendor (in pieces) to complete the contact center toolset.

But as for Sally’s situation, that complexity moved to the cloud versus being on premise. For Sally, that did not work out too well. But as a buyer, support should be part of your buying decision. You do not want to get stuck in the tech support finger pointing conundrum.

“Don’t get stuck in the tech support finger pointing conundrum.” Click to Tweet

About 8×8

8×8, Inc. (NASDAQ:EGHT) is the provider of the world’s first Communications Cloud that combines unified communications, team collaboration, contact center, and analytics in a single, open and real-time platform. 8×8 eliminates information silos to expose vital, real-time intelligence across multiple clouds, applications and devices to improve individual and team productivity, business performance and customer experience. Source: www.8×8.com

Some contact center tech terms to know

SaaS: Software as a service (SaaS) is a software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet. SaaS is one of three main categories of cloud computing, alongside infrastructure as a service (IaaS) and platform as a service (PaaS). Source: TechTarget

Cloud PBX: Hosted private branch exchange (hosted PBX) is a telephone exchange system built, delivered and managed by a third-party service provider. Hosted PBX is an IP-based telephony solution provisioned and accessed entirely through the Internet. Hosted PBX may also be referred to as cloud PBX or hosted voice. Source: techopedia

UCaSS: Unified Communications as a Service (UCaaS) is a delivery model in which a variety of communication and collaboration applications and services are outsourced to a third-party provider and delivered over an IP network, usually the public Internet. Source: TechTarget


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


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Small Call Centers Go Big with Speech Analytics

Small Call Centers Go Big with Speech Analytics

“But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics in contact centers anymore.

Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics.

Small Call Centers Go Big with Speech Analytics Click to Tweet

Eureka Starter is here

For many small to midsized contact centers, speech analytics has been out of reach. CallMiner has fixed that with their Eureka Starter, which makes speech analytics accessible to more companies. To add even more ease to launching speech analytics for centers, Eureka Starter is available through a no-risk pay-as-you-go, monthly subscription.

Less Effort

Typically, when people have thought about speech analytics as a solution, they thought it was only for big contact centers because they thought it is was going to cost a lot of money and that it was going to take a lot of effort and skill to actually get value and an acceptable return on investment from it.

Eureka Starter should disrupt that thinking with a good pricing model and simplified feature set that makes it easier for smaller contact centers to extract meaningful insights from their customer conversations.

No heavy Tuning Required

Your business is unique, so solutions can’t be one-size-fits-all. In the speech analytics world that meant that skilled humans had to teach speech analytics what to listen for and how to code it. The tuning process could take a few months and a dedicated resource.

But recognition quality has improved recently. The current level of word accuracy in speech recognizers is more in the range of eighty-five to ninety percent. Only a few years ago word accuracy was only 50-60 percent. Eureka Starter takes advantage of these advances.

Ease of Use

Eureka Starter transforms each call into a searchable text transcript with embedded links directly to the relevant call audio. You can also create queries for ad-hoc searching.

The playback interface allows you to navigate calls to aid in quality or for other auditing purposes. You can tag calls, lists of calls, or specific sections of a transcript, for future recall and review.

Insights are quickly revealed though TopicMiner®, which automatically identifies topics of conversation in graphical tag clouds for any set of calls retrieved through search.

Four Main Areas of Focus

Eureka Starter is geared to uncover critical business challenges faced by contact centers in four main areas – contact center efficiency, agent performance, risk and compliance and customer experience. With full speech transcription and analysis of 100% of customer conversations, Eureka Starter can detect operational inefficiencies, poor agent behaviors, customer dissatisfaction and the use of risky language and other potential compliance infractions so that they can be quickly addressed before they impact the bottom line.

Topic Miner® Discovery Tool

You can quickly see interesting insights and moments in transcripts with TopicMiner’s content visualization tools, including graphical tag clouds which automatically identify interesting moments in any set of calls retrieved through search.

Full PCI Redaction

For those contact centers needing to meet the Payment Card Industry Data Security Standard (PCI) CallMiner’s cloud-based analytics platform is a secure solution that is independently PCI Certified for data security and confidentiality. PCI data is fully redacted from both text transcripts and call audio to prevent exposure of sensitive customer information.

Are you ready to go big?

You know longer have any excuses to taking advantage of speech analytics. Even of your not small, Eureka Starter can be your first step into the big time. To learn more, go to: www.callminer.com/starter.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.

Awesome Quotes from Call Center Week

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2017 Conference Recap: ICMI Contact Center Expo

2017 Conference Recap: ICMI Contact Center Expo

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This is what’s happening at Call Center Week

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The theme at this year’s Call Center Week is about building the foundation for future transformation.

Brian Cantor talks about Call Center Week highlights. Click to Tweet

No more innovation

Every year we tend to emphasize the innovative, trendy and the amazing ideas. And a lot of these have experienced traction and adoption. There has been new technology that will be impacting our future.

 But the biggest thing everyone needs to do is really focus on getting the basics right.

You must get the basics right in your contact center. Click to Tweet

You need to make sure that you really understand what it takes technology wise – everything has to be integrated.

You need to know what it takes operationally.

Does your entire organization build around the idea of a great customer experience?

What they want

What at the end of the day does the customer really want that can be replicated from business to business and industry to industry?

What do agents look forward regardless of industry as we’re starting to see new generations enter the workforce?

 The Bottom Line

What it really comes down to is you must understand the core of what needs to happen to make the contact center function and make your customer management function. And make your business function for today’s customers.

Focus on Fundamentals

If you’re unable to focus on the fundamentals it doesn’t matter about all the innovative and trendy technologies and tactics.

You must be able to execute on the day-to-day in order to experience sustainable forward movement.

The Research Says

One of the big areas is the real emphasis that customers have on efficiency and speed.

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We’ve often believed that we need to get away from average handle time and that we need to get away from speed. That we must focus on connecting on the strategic calls.

There is some truth to that. But what it means by connecting with them often is delivering them what they want, when they want it, where they want it, as fast as actually possible.

So what a lot of the research is showing is that businesses and customers are not all that different. They all want to keep things short. They want to get to the point and they want to make it efficient.

So the advantage you have if you’re an organization is that you don’t have to only worry about if you satisfy customers.

You can focus on short term things are causing inefficiencies and that are driving up costs.

Focus on short term things that are causing inefficiencies. Click to Tweet

Those are things you can get out of the way. If you remove those inefficiencies your customers are going to be happy because that’s what they want. They want quick, to the point, accurate, high quality resolutions.

And this is for all organizations regardless if they are business to business or business to consumer.

Make Call Center Week Fall

If you are unable to be here at Call Center Week, we’ll miss you. But you have a chance to make up for it at Call Center Week Fall in a few months. Make sure you focus on you own fundamentals and invest in yourself so you can bring more value to others.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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Why your contact center is a massive fraud risk

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Over the past few years there has been a large focus to develop security solutions for mobile and online channels. This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. And they love you for it.

“Why your contact center is a massive fraud risk” Click to Tweet

Are you at risk?

You can bet on it.

Thieves from the mobile space, online space and even in-person fraudsters are making their way into the call center as they’re experiencing great success.

In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016.

Fraud in call centers increased by 113% in 2016. Click to Tweet

In 2015, one in every 2,000 calls was fraudulent. In 2016, that number jumped to 1 in 937, an increase of 113%.

The Call Center Journey

For you to think about where you need to detect and trap fraud, you need to best understand your call center journey. How does your caller travel through your call center? Have you mapped out all of the different call paths?

Risk points exist in your IVR and all of your agent touchpoints. Ideally, you want to be able to have early detection of fraud. And you also want to authenticate early and give callers the express pass for their travel.

Triage and transfer

Just like other specialties in your call center, when you have identified a potential fraudulent call, you’ll be most effective when you have agents that are specially trained to take these calls.

Training all of your agents to handle high risk fraud calls is a practice that very few call centers would elect to deploy. It’s a specialty.

Implementing the proper fraud risk model will enable you to keep your focus on call efficiency while reducing fraud.

Educating Contact Centers

Fraud is an area that is affecting more segments of the contact center industry. So I appreciated the opportunity to learn from Matt Raymond of Pindrop at the ICMI Contact Center Expo.

Matt Raymond from Pindrop talks fraud detection in contact centers. Click to Tweet

About Pindrop

Pindrop provides enterprise solutions to secure phone and voice communications. Pindrop solutions reduce fraud losses and authentication expense for some of the largest call centers in the world. Pindrop’s patented Phoneprinting technology can identify, locate and authenticate phone devices uniquely just from the call audio thereby detecting fraudulent calls as well as verifying legitimate callers. Pindrop has been selected by the world’s largest banks, insurers, brokerages and retailers, detecting over 80% of fraud, even for attackers never seen before. Our solutions are allowing our customers to reduce call time and improve their customers experience even while reducing fraud losses. Pindrop is restoring confidence in the security of phone-based transactions. Source: https://www.pindrop.com/about-pindrop-security/

The Honest Customer

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It’s too easy to treat all callers as high risk. We have all experienced poorly designed authentication practices.

Authenticating ourselves multiple times or needing to do it when we have a general question, makes for a bad customer experience.

And know body wants to feel treated like a criminal when they’re not.

As customer experience author and speaker Amas Tenumah wrote:

“Why do organizations put customers through hell before providing service? To protect the customer they say. The thinking is you ask a bunch of questions only the customer knows for security purposes. This was a great idea 20 years ago, after all 20 years ago no one would know the name of your elementary school or best friend, but I surely don’t need to convince you that a low level criminal with a dial up connection and a Facebook account can figure that out.”

Causing a poor customer experience can no longer be an option in our experience-minded marketplace. To do so may cause you to be exposed to more risk than fraud. Go beyond average and standout from everyone else.

A bad customer experience may be more risky than fraud. Click to Tweet

Safely Protect yourself from fraud

Grab a copy of the Call Center Fraud Report and if you need to learn even more contact matt.raymond [at] pindrop.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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